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Improving customer satisfaction by empowering client services at Comcast – Couchbase Connect New York 2017

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Keeping customers satisfied is a critical business driver for Comcast. The challenge? Customer data and information is spread out across many different applications and platforms. Imagine having to open and search through several applications to get the data you need to help a customer – every day, all day. Learn how Comcast uses Couchbase to aggregate and consolidate disparate customer data into a single vision, resulting in happier customers and more productive employees.

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Improving customer satisfaction by empowering client services at Comcast – Couchbase Connect New York 2017

  1. 1. ©2017 Couchbase Inc. 1 Improving Customer Satisfaction by Empowering Client Services at Comcast Scott Carney, Director of Software Development Kousalya Alapati, Manager of Software Development Edward Dolphin, Software Development Engineer
  2. 2. ©2017 Couchbase Inc. Our goal • Our customers are our business! • We are committed to customer service and a positive experience • Customer satisfaction is a key metric throughout the company 2
  3. 3. ©2017 Couchbase Inc. Our situation—Many settings, many tools Customer Service Reps and onsite technicians are on the frontlines— a number of tools are designed to support them. 3
  4. 4. ©2017 Couchbase Inc. Our situation—Customer interactions in many places 4 VISION / Customer Comments (max 325 char.) ACSR / Customer Comments (100 char. best practice) Adjustment Comments Collections Comments WIP Comments* Account Notes Location Comments Account Memos Work Order Comments Job Comments** KEY Required Comments thatTechs can see viaTech Net
  5. 5. ©2017 Couchbase Inc. Our situation—Customer interactions in many places 5KEY Required Comments thatTechs can see viaTech Net VISION / Customer Comments (max 325 char.) ACSR / Customer Comments (100 char. best practice) Adjustment Comments Collections Comments WIP Comments* Account Notes Location Comments Account Memos Work Order Comments Job Comments**
  6. 6. ©2017 Couchbase Inc. Our situation—Customer interactions in many places 6 VISION / Customer Comments (max 325 char.) ACSR / Customer Comments (100 char. best practice) Adjustment Comments Collections Comments WIP Comments* Account Notes Location Comments Account Memos Work Order Comments Job Comments** KEY Required Comments thatTechs can see viaTech Net EINSTEIN View Contact History ACSR: 312 characters Vision: 230 characters EINSTEIN Comments ACSR: 312 characters Vision: 230 characters EINSTEIN Trouble Call Comments ACSR: 220 characters Vision: 33–170 characters EINSTEIN 360° Unified Notes
  7. 7. ©2017 Couchbase Inc. Challenges in offering a single view of customer interactions 7 Many different types of Notes in multiple applications (various rules, character limits, etc.) Multiple clicks to multiple systems to gather customer information results in a slow service experience No global search across Notes hinders diagnosis and resolution
  8. 8. ©2017 Couchbase Inc. The major hurdles 8 CHANGE TRAINING UNIFIED 1 LEGACY “…But this is the way we have always done this…” MANY people to train across the entire company. Bring the various tools together into a UNIFIED PLATFORM to meet everyone’s demands 2 3
  9. 9. ©2017 Couchbase Inc. The enablers to strive for… • A great service experience requires a single view of the customer • Documentation accuracy is key, so remove limitations • Access to a single source of information by any representative from any setting and any device 9
  10. 10. ©2017 Couchbase Inc. Unified Notes built on Couchbase—Business value To empower our reps we built a single, common “unified” platform for customer interaction information using Couchbase! 10 All Customer Notes available in a single location Search capabilities across Note types Unlimited content capacity “Profane language” management capabilities
  11. 11. ©2017 Couchbase Inc. 11 Unified Notes—Current status • Residential Support live • Business Customer Support live • Retail Support live • Technician Support onboarding • General • Repair • Sales • Retention • Technician • Transfer • Appointment • Billing Need flexibility to add additional note types
  12. 12. ©2017 Couchbase Inc. Why NoSQL? 12 “No schema,” which offers the flexibility of defining Note types. Important for Unified Notes since new Note types must be added quickly to meet our business needs. The possibility of huge growth in users and Notes was highly probable. Need to be able to add more nodes and scale to the demand and meet our service level agreements. A desire to trend the popular hashtags in the Notes.
  13. 13. ©2017 Couchbase Inc. Why Couchbase? • Our proof-of-concept efforts showed an improved performance for our use case and anticipated volumes— we saw a repeated pattern of data access across the Comcast use cases • Other Comcast teams using Couchbase already • Our Level 1 support teams were already onboarded to Couchbase 13 ?
  14. 14. ©2017 Couchbase Inc. Our Couchbase profile 14 • Couchbase version 4.1.1 • N1QL SDK version 2.3.6 • 6 node clusters on two data centers with XDCR turned on • 2 index/query nodes on physicals • 4 data nodes onVMs • Unified Notes App deployed onCloud Foundry and on a secure network zone • Couchbase servers are on different network zones (highest level of security), as we store Personally Identifiable Information (PII) data
  15. 15. ©2017 Couchbase Inc. Usage details 15 30 million Notes stored since September 2016 launch Disk space consumed so far: 80 GB index disk space 16 GB data disk space
  16. 16. ©2017 Couchbase Inc. Active/Active architecture 16 Couchbase Cluster 1 Couchbase Cluster 2 App 1 App 2 Index/Query Index/Query Data Data Data Data Index/Query Index/Query Data Data Data Data XDCR / Cross Datacenter Replication
  17. 17. ©2017 Couchbase Inc. Our DevOps environment 17 Pivotal Cloud Foundry Continuous Development GoCD pulls the Artifact and starts the gradle build Automatic Trigger of Regression Suite Java/Spring Boot Code Base Parasoft Script 2 Parasoft Script n Soatest QA INT STG PROD Continuous Deployment to Key Environments LogValidations Response Validation Reports METRICS DEFECTS Parasoft Script 1 Junit test and execute Code Quality with Sonar
  18. 18. ©2017 Couchbase Inc. Unified Notes—Key metrics • Total notes stored to date: 30+ million since September 2016 launch • 90% of all Comcast customer accounts now have Unified Notes associated with the account • More than 61,00 unique users are using the Unified Notes platform in production 18
  19. 19. ©2017 Couchbase Inc. Unified Notes Couchbase—Metrics 19
  20. 20. ©2017 Couchbase Inc. Unified Notes Couchbase—Metrics 20 • Event Counts: Number of incoming Note requests • ResponseTimes: Couchbase SDK response times • ErrorCounts: Couchbase errors • “Load” graph is taken fromApp Dynamics— shows the load, response time and error %
  21. 21. ©2017 Couchbase Inc. Comcast User Community feedback 21 “ Great work folks! Good to see major volume hitting the platform. ” “ Feedback to date has been very positive, agents love it! ” “ I can describe situations and document a complete background of any issue can be displayed in a single note because there is no character limit. ” “ I know how hard it was to get this feature developed and deployed. It’s become one of our favorite features. Very impressive work! ” “ Agents found it faster to leave their notes…all in one place! ” “ Leaving notes is easier now, and the agent does not need to put his name because it does so automatically. ”
  22. 22. ©2017 Couchbase Inc. Unified Notes—Strategic product vision 22 • Ensure smooth onboarding for new internal Comcast consuming applications • Ensure handling of the rapid growth of the solution and meeting consumer demands and Service Level Agreements; Notes retrieval must be fast! • Add multimedia attachments to the Notes • Evaluate replacing N1QL with sub-queries • Couchbase version upgrade • Become the single central repository for all customer interaction Notes throughout Comcast S A T I S F A C T I O N C U S T O M E R Y L Y L T
  23. 23. ©2017 Couchbase Inc. Discussion Edward Dolphin, Comcast, Software Development Engineer Kousalya Alapati, Comcast, Manager of Software Development Scott Carney, Comcast, Director of Software Development 23
  24. 24. ©2017 Couchbase Inc. ThankYou! 24

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